Customer Service Manager

Join Our Team

McSport is Ireland's leading and most successful independent online supplier of sport and fitness equipment. We are a 100% Irish owned, second-generation family business. With a team of over 60 industry experts, we are committed to supplying our customers with the highest standard of product, care and service.

We hire exceptional people and equip them with autonomy, trust, and resources. As a second-generation family owned business, we are passionate about our people and our growth. If you are up for a challenge, we would love to have you in our team!

We are currently hiring a Customer Experience Manager   to lead and enhance our customers journey-covering everything from initial engagement to after-sales care. This role is critical in enhancing our customer-first culture, ensuring every interaction aligns with our commitment to customer excellence.

Role Overview

As the  Customer Experience Manager , you will be responsible for overseeing the full customer journey, identifying opportunities for improvement through processes and technology, and ensuring a smooth, hassle-free experience. Your role will bridge multiple teams-including sales, operations, installations, and aftercare-to guarantee that customers receive outstanding service at every stage.

This is a fast paced environment and you will be responsible for 1 Customer Service Agent ensuring adherence to established processes and overseeing the timely processing of returns and refunds by the relevant departments.

This is a full time permanent role.

Key Responsibilities

After-Sales Care & Support

• Manage high volume customer inquiries, complaints, and escalations, driving swift and effective resolutions.
• Lead the aftercare strategy, ensuring customers receive excellent post-installation support.
• Monitor service performance metrics, ensuring response times and quality meet or exceed expectations.
• Address issues with a one-touch ticket resolution or ensure a correct solution is provided on the first attempt

Customer Journey & Experience Enhancement

Installations & Repairs

Customer-Focused Initiatives

Technical Leadership & Systems Innovation

Key Skills & Experience

Why Join Us?

If you're ready to drive a customer-focused culture and create best-in-class experiences, we'd love to hear from you!